Issue Summary

After a server migration or upgrade, users were unable to log in to the Lepide web console. When an admin attempted to remove and re-add the affected user accounts, the accounts could not be found using the user search function within Lepide. Only service accounts appeared in search results.

Observations

• Users get an authentication error when trying to log in to the Lepide web console.

• Admin removes the affected user account from Lepide to re-add it, but cannot find it in the search.

• The user search in Lepide only returns service accounts, not regular user accounts.

• The issue affects multiple users, not just one individual account.

• The Lepide main console works fine; only web console login is affected.

Root Cause

User accounts existed under a secondary or updated domain (for example cityofnorthport.onmicrosoft.com or an updated on-prem domain suffix) that had not been registered in Lepide's domain configuration. Lepide was only aware of the original domain and therefore could not resolve or display users from the new/additional domain in the user search.

Steps Followed:

Step 1 – Confirm the Affected User's Domain

Identify which domain the affected user accounts belong to. This can be done by checking Active Directory Users and Computers or the Azure Entra portal. Note the full domain name (for example cityofnorthport.onmicrosoft.com or northportfl.gov).

Step 2 – Open Manage Domains in Web Cnsole

In the Lepide console, navigate to:

• Settings > Configuration > Manage Domains

Review the list of currently registered domains. Confirm the domain of the affected users is missing from this list.

Step 3 – Add the Missing Domain

Click Add Domain and fill in the following details:

• Domain Name: Enter the full domain name (for example cityofnorthport.onmicrosoft.com)

• Domain Controller IP: Enter the IP address of the domain controller for this domain

• Service Account: Enter the Lepide service account credentials (for example SVC_Lepide@domain)

• Password: Enter the service account password

Step 4 – Search for the Affected User

After successfully adding the new domain, go to:

• Settings > Role Management > Browse Users

Search for the affected user by name. The user should now appear in the search results under the newly added domain (Select Domain from Drop Down menu)

Step 5 – Re-Add the User and Assign a Role

Select the user from the search results and assign the appropriate role (e.g., Administrator or Viewer). Click Save to apply the changes.

Step 6 – Verify Login

Ask the affected user to attempt to log in to the Lepide web console again. Login should now succeed without errors.

Step 7 – Re-Add Other Affected Users

If multiple users are affected, repeat Steps 4 and 5 for each user. All users whose accounts exist under the newly added domain will need to be re-added in Lepide.

Recommended Long-Term Configuration

To simplify future user access management, Lepide supports an AD Group-based access model for the web console:

• An AD group (e.g - Lepide Web Access) can created in Active Directory during Lepide setup.

• Adding users to this AD group in Active Directory will automatically grant them web console access without needing to manage them individually in Lepide.

• This keeps access management centralized in Active Directory and reduces admin overhead.

Resolution

Adding the missing domain to the Lepide domain configuration allowed the system to discover and display user accounts under that domain. Users were successfully re-added and were able to log in to the web console without errors.

Prevention

• Whenever a new domain, UPN suffix, or hybrid domain is added to the organization's Active Directory environment, ensure it is also registered in Lepide under Manage Domains.

• After any server migration or upgrade, verify that all users can still log in to the Lepide web console.

• Document all domains registered in Lepide so they can be quickly restored after any reinstallation or migration.